Infosys said it has expanded its collaboration with Nvidia to develop AI-powered, customer-centric solutions aimed at enhancing innovation and operational efficiency for telecommunications companies.
The partnership leverages Infosys Topaz, an AI-first suite of services, solutions, and platforms using generative AI technologies. According to the IT services firm’s stock exchange filing, this collaboration is set to improve customer experiences, streamline network operations, and speed up service delivery for telcos.
Infosys has developed three generative AI solutions powered by Infosys Topaz, incorporating Nvidia NIM inference microservices, Nvidia NeMo Retriever embedding models, and NeMo Guardrails to create and deploy domain-specific large language models (LLMs) for the telecom sector. Additionally, Infosys Topaz uses Nvidia Riva for building real-time conversational AI pipelines, facilitating real-time transcription and translation for call centre agents.
One of the solutions, TOSCA Network Service Design, employs Nvidia generative AI to create and customise TOSCA (Topology and Orchestration Specification for Cloud Applications) templates, thereby streamlining the network service design process. This solution utilises Nvidia NIM and NeMo Retriever microservices, achieving a 28% reduction in latency and a 15% absolute improvement in accuracy.
Another solution, a generative AI-powered smart networking operating centre, helps network engineers and operations personnel troubleshoot issues more quickly and accurately. By integrating Nvidia NIM and NeMo Retriever, this solution reduces the mean time to resolve network problems and enhances customer experience, resulting in 61% lower latency and a 22% absolute improvement in accuracy.
Infosys Cortex, a generative AI-driven contact centre transformation platform, leverages Infosys Topaz and Infosys’ cloud suite, Infosys Cobalt. Infosys Cortex enables the creation of realistic customer simulations, allowing trainee agents to practice their skills in a fully immersive environment.
“These solutions can bring tremendous benefits for customers in terms of operational efficiencies and productivity improvement and enhance the overall experience of contact centre agent training by optimising the end-to-end generative AI pipeline and inference costs,” Infosys said.
Anand Swaminathan, EVP & Global Industry Leader – Communications, Media and Technology at Infosys, commented, “Through our collaboration with NVIDIA, we are poised to unlock cutting-edge enterprise AI capabilities, helping global organisations improve business efficiency. By integrating Nvidia’s advanced AI technologies with Infosys Topaz, we aim to transform network service design, NOC operations, and contact centre functionalities. It will also help ensure the safe and responsible deployment of AI. This collaboration exemplifies our commitment to drive innovation and operational excellence for our customers.”
